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user_753726
1st Topic

Visitor

 • 

1 Message

Thursday, May 5th, 2022 4:00 AM

Closed

Starter Kit Package Stolen

I received a notification that said my starter kit package was delivered but it’s not in my mailbox or at my front door. What are my options to get my modem and resolve this?

Question

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Updated 

3 years ago

1.1K

3

0

Accepted Solution

CCJimmy

Problem Solver

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492 Messages

3 years ago

Hello @user_753726, thank you so much for reaching out to us today! We will be happy to take a further look into your missing package, and to see if we can get a modem to you! Can you please send our team a direct message with your full name and full address? We look forward to speaking with you soon! 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

0

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user_d8859b

Visitor

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1 Message

3 years ago

I had the same problem happen to me.  I got a message and email saying my order was delivered to my apartment but it was nowhere to be found (we even contacted the residents that have the same apt number as us in a neighboring complex and got nothing).  I'm just hoping I don't get charged.  I'm also not seeing where I can properly contact Xfinity over this issue.

1

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XfinityRay

Official Employee

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2.7K Messages

Hello, @user_d8859b. I am glad that you reached out so we can help with the equipment. For a Community reminder, sometimes at apartment or condo complexes, the equipment is delivered to the office or Manager. That may be another route to try and find it. I see your private chat message and will be responding there momentarily. Thanks for sending that over.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_3d9e29

Visitor

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2 Messages

3 years ago

My home security devices package was stolen and recovered, and another unit upon their eviction. The chat representative is telling me that I have to pay for the items and if I want them replaced buy new ones you’ve got to be kidding me? I am absolutely furious with his response.

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user_3d9e29

Visitor

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2 Messages

@user_3d9e29​ not only was the package never signed for it was left in the community area visible to the street. I live in downtown Seattle where that is out of control. It’s not like I’ve been using them and then trying to make up a story. This is legit me just wanting for the services I paid for and not to be ripped off and why is your chat rep saying that that’s my only recourse

3 years ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

Hello @user_3d9e29 Thank you for sharing the trouble you have had with receiving the home security equipment. I would love to help out. With the package being delivered but not received a claim will need to be submitted with UPS for the package. 

Please send us a direct message with your name and service address. I will file the claim for us.
Please send us "Xfinity Support" a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

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